In response to "Finding Harmony" (November 2014, pp. 16-20): I think David Garvin's 1984 article in Sloan Management Review, "What Does 'Product Quality' Really Mean?" summed up quality and excellence in the value-based approach to defining quality when he described quality as "performance at an acceptable price and conformance at an acceptable cost." This definition ties quality to the business and finance side of satisfaction for the customer and supplier. In the seventh quality principle of relationship management, if the customer is faced with an unsustainable price for a product, or a supplier is faced with an unsustainable cost of manufacturing or service, both eventually fall to the demands for profit.
展开▼
